Customer service employees deal with hundreds of queries during their shifts.

Most communications are solved on the spot, but some require employees to go the extra mile by showing special care for customers' needs by contacting the concerned departments and collecting all essential information to clearly and accurately answer inquiries.

One such case comes from an Emirates Post call monitoring agent, Saif Jehangir Sayed, who has been named as a Customer Experience (CX)Hero by Genesys.

The global leader in cloud customer experience and contact centre solutions appreciated Saif for helping a troubled customer locate and recover an errant, but an urgent business letter.

Towards the end of his shift on the last business day of the week, Saif received a call from a customer who had wrongly posted a letter that needed to be hand-delivered to the recipient as soon as possible.

With Emirates Post offices closed on Friday, Saif required to liaise with multiple stakeholders to recover the letter to deliver on time quickly.

Working together with his line manager and the Emirates Post courier manager, Saif came up with a solution to retrieve the letter while ensuring the other posts' security.

On his day off, Saif travelled to the mailbox with the courier manager to find the right letter.

"We made sure we knew which letter we were looking for, and then met with the customer to verify his identity," explained Saif.

"The critical letter reached its recipient on the right date.

I felt happy and satisfied after this experience, as I enjoy resolving our customers so that they receive excellent skills.

It makes me feel good in my heart.

If you have a good heart, people will support you."

CX Heroes is a global award created by Genesys to recognize and appreciate the work customer service agents do.

Each year, Genesys receives hundreds of nominations from customers across the globe.

A panel of industry experts chooses the winners, past winners as well as Genesys executives.

The awards were set up to celebrates true stories of customer service agents going above and beyond the call of duty.

"Saif is a person we know we can rely on when something needs to be resolved," said Stephen Stanton, Chief Parcels and Express Officer at Emirates Post.

"He is a magnificent team player and professional at handling stressful situations because he feels compassion for customers and other team members;

"Empathy and willingness to find a workaround to a problem are fundamental ingredients to every CX Hero winner," says Mohammed Afifi, General Manager for the Middle East at Genesys.

"Every year, we honour agents who go the extra mile for their customers that create truly exceptional experiences for their customers.

The whole team at Genesys would like to extend its well-wishings to Saif for his determination and ability to solve a severe issue for the customer."